Product Support Specialist

We are looking for an organized and highly motivated Product support specialist to be an early member of the fast-growing support team at Watershed. In this role, you will be responsible for managing, resolving, and preventing problems by providing consistently high-quality customer service and product expertise to our customers. You will also serve as a customer advocate by providing critical feedback to inform product improvements and new features.

You will:

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and escalation support.

• Exceed client expectations on response quality, timeliness of responses and overall customer experience

• As an early member of the team you will define workflows and playbooks for how Support operates within Watershed and customer journeys - and build standardized resource materials (e.g. knowledge hub content, support email templates) for you and other team members to leverage

• Educate end-users on our platform and advocate customer needs internally to improve the customer experience continuously

• Be empowered to think independently and critically, going above and beyond to deliver the right solution for each customer

• Help translate customer feedback into specific product requirements

• Explain the technical details of carbon accounting, emissions measurement methodology and how it applies to an individual customer's business operations.

You might be a fit if you:

• Have 2-3 years in a B2B/SaaS customer service environment

• Are an excellent verbal and written communicator. You can communicate complex topics to technical and non-technical audiences.

• Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers

• Are organized, systematic, and efficient. You thrive in a high-volume environment with a proven ability to multi-task, prioritize and manage time effectively

• Are solution-driven and won't rest until you get to the root of an issue.

• Have sound judgment and a "bias for action"

• Have experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality

• Have a proactive mindset

• Enjoy learning new things. You're excited by the challenge of learning a new space.